This gives the agency a chance to fix the problem. For more information on theCommunity Services Enquiry, Feedback and Complaints Unit or how to make a complaint, please visit the Child protection complaint handling page. You can also call FACS or go to your local office for assistance. commence a formal maladministration investigation into your complaint. Our priority is to respond to complaints within 20 business days unless it involves a complex matter or requires specialist investigation. When you're ready, make your complaint online. DCJ Housing will investigate complaints against tenants where there is an alleged breach of the tenancy agreement. This may include specific times and dates of the antisocial behaviour incident (s), whether NSW Police were contacted and the individuals involved. Part 2: Staff strategies for responding to unreasonable conduct, Part 3: Communication and unreasonable conduct, Part 4: Management responsibilities and supporting staff, Part 5: Restricting and controlling access, Effective complaint management systems workshop, Managing unreasonable conduct by a complainant workshop, Public interest disclosures management training, Supporting young people to make complaints and advocate for systems change workshop, Child Death Review Team / Reviewable Deaths, Submissions to Parliamentary Committees and other bodies, Public Interest Disclosures Annual Reports / PID Steering Committee, Annual reports relating to former functions, Monitor operation of the Mandatory Disease Testing Act, Oversee public interest disclosures (whistleblowing), Email or post this page in social media sites, what information you need to support your complaint. Contact the: We can handle employment complaints relating to public interest disclosures. We value your feedback on how we have handled complaints and communicated the outcomes to you. In addition, since mediation is voluntary, the business centre about which you are complaining will need to agree to entering into mediation. We can also handle complaints about water services provided by local councils. Alternatively, you can contact your localDCJ Housing office. Housing and homelessness launch. You can seek legal advice about applying to NCAT for an order. We generally do not take action on complaints about decisions that are appealable because we believe the appeal process and HAC offer an alternative and satisfactory means of redress. Information for multicultural families and communities, Deliver services to children and families, Toggle sub navigation menu for Housing and homelessness. You can phone or visit any of our local DCJ offices. The NSW Civil and Administrative Tribunal (NCAT) may also be a way for you to seek to resolve any disputes. promise to improve our policies, procedures or systems. 2-24 Rawson Place Sydney NSW 2000 nswbuy@treasury.nsw.gov.au 1800 679 289 (International +61 2 . The way we collect, store and use any of your personal information is regulated by law. See our Accessibility page for further information. If a complainant wishes to remain confidential or anonymous this request will be respected and the complaint investigated to the full extent possible, however the complainant will be advised that a confidential or completely anonymous complaint could at times inhibit the effective investigation of their complaint. We acknowledge Aboriginal people as the First Nations Peoples of NSW and pay our respects to Elders past, present, and future. provide you with further explanation of a decision that has been made. Tenants are best contacting their tenancy manager of their housing provider. Types of Complaints Investigated by FHEO. It takes about 15 minutes. This policy applies to all Service NSW employees receiving or managing complaints from the public made to or about us, regarding our services, employees and complaint handling. However, it will be harder for us to assess and resolve your complaint if we dont know who you are. If you need a referral to a lawyer or other legal information and assistance, you can contactLaw Access NSW. The Registrar does not have power to resolve disputes between individual tenants and their providers, such as disputes involving: These types of disputes are usually dealt with by the NSW Civil and Administrative Tribunal (NCAT). Social housing is maintained by commercial contractors whose performance is regulated by the Land and Housing Corporation (LAHC). Please note, the Registrar does not provide accommodation and is unable to assist with accommodation requests. being bullied by other residents. Here youll find helpful information on becoming a DCJ Housing tenant and how to maintain your tenancy. Please don't include personal or financial information here, DCJ Complaints and Feedback Management Policy. For further information. Enquiries and complaints can be made by telephone or in writing. If you want us to handle your complaint confidentially within the Department, please let us know. We can look at how FACS handles complaints about tenant behaviour, but we cant make FACS take enforcement action against a tenant, or investigate tenant behaviour ourselves. If our response to your complaint is likely to be significantly delayed, we will let you know about the delay. This means that another, more senior staff member will look again at your complaint, and decide whether or not it was handled fairly and reasonable steps were taken to resolve the issue. You can call us to discuss your particular case. If you work for the NSW public sector, see Making a public interest disclosure. If you are concerned about the manner in which DCJ has handled your personal or health information under thePrivacy and Personal Information Protection Act 1998(NSW) and or theHealth Records and Information Privacy Act 2002 (NSW), you may contact the Open Government, Information and Privacy Unit atprivacy@dcj.nsw.gov.auor alternatively by telephone on(02) 9716 2662. See Advocacy and Legal Services below. This is dealt with under Residential Tenancies Legislation by the NSW Civil and Administrative Tribunal (NCAT) formerly known as CTTT. For complaints about: We cannot handle complaints about other independent integrity commissions or bodies, such as: If you are finding it hard to know who you should complain to, we canhelp you make a complaint. For your convenience, telephones with a direct link to the Maintenance Line are available in the lobby of all local offices to use during business hours. We will treat your complaint confidentially and seek your permission before telling the agency that we have received a complaint from you. We can look at some maintenance complaints but we rarely intervene in decisions about maintenance because these decisions are largely based on technical or legal considerations. If a complaint is serious or complex, it may take longer. For general enquiries, call DCJ Housing Contact Centre on 1800 422 322. This means you can complain to us about the Registrars administrative conduct, including the way the Registrar has handled your complaint about a community housing provider. Sydney NSW 2000 Enter a postcode, suburb, town, or address to find a local housing office near you. Community Housing Innovation Fund (CHIF) Find funding programs to help deliver social and affordable housing across NSW. For example, you may be unable to appeal a decision to HAC because of delays by FACS, or perhaps FACS has not explained the reasons for its decision. An important function of the Registrar of Community Housing is to investigate complaints and other matters in respect of community housing providers that are registered under the National Regulatory System for Community Housing (NRSCH) or the NSW Local Scheme. To find out how to get in contact directly with someone from one of the justicedivisions of the Department of Communities andJusticecontact us. DCJ Housing wants to assist tenants to live in peace and harmony with their neighbours. Further information regarding the privacy of your information can be viewed on the Privacy page. You will need to give as many details as possible about the problem that needs repairing when you call. A range of private rental assistance products and services available to help clients. You can choose to remain anonymous when you submit a complaint. How to contact DCJ Housing Last published 01 Jun 2020 You can contact us a number of ways: Visit our website at www.dcj.nsw.gov.au Phone 1800 422 322 Email feedback@facs.nsw.gov.au Visit your local DCJ office Write to us: Locked Bag 4001, Ashfield BC 1800 DCJ Housing website https://www.facs.nsw.gov.au/housing Our website has: Part 1: What is unreasonable conduct by a complainant? If FACS or the AHO has not complied with its obligations to carry out maintenance, NCAT can order it to do so. You can submit a complaint or provide feedback by using one of the following methods: Service NSW is committed to providing excellent customer service and every attempt is made to deal with complaints on the spot, however, if you would like to submit a complaint we would like to assure you that we will act in an open and honest manner, and within clear timeframes. Its website should have information about complaints or you can ask its staff about how to make a complaint. To make acomplaint or provide feedback on any other matter relating to DCJ, please submit your feedback using the Your Feedback widget on this page. What if I am dissatisfied with the handling of my complaint? Updated on 22/03/2022. Public housing Feedback and complaints about public housing Feedback and complaints about public housing Give feedback or make a complaint about public housing using the options below. Informed by lessons of the past,Department of Communities and Justiceis improving how we work with Aboriginal people and communities. Most complainants who come to our office act reasonably and responsibly in their interactions with us, even when they are experiencing high levels of distress, frustration and anger about their complaint. We cannot handle complaints about the NSW Police Force or a member of the NSW Police Force. Community Justice Centres provide free, voluntary mediation services, to help people understand each other's point of view and work together to reach an acceptable agreement. One thing we consider when assessing your complaint is whether there is an alternative and satisfactory means of resolving it. If you are Aboriginal or Torres Strait Islander and wish to speak to an Aboriginal operator, just choose the relevant menu option (available Monday to Friday 9am 5pm). A community housing organisation, housing association or housing provider: you need to contact them directly. HUD also provides a Spanish language version of the online housing complaint form. If you are outside of Australia, please click here for overseas phone numbers. The Police Assistance Line will give you an event number for your report, make sure you write this down. There are some services we cannot help you with for example, Centrelink, banks and legal services. Family & Community Services on facebook opens in new window, Family & Community Services on twitter opens in new window, Family & Community Services on youtube opens in new window, Family & Community Services on linkedin opens in new window, Centralised Gas Hot Water System Reimbursement Scheme, Modifications for people with disabilities or the elderly, Occupational therapist assessment overview, Requesting maintenance and reporting problems, Swimming pools in public housing properties. Open all What can you give feedback or complain about Antisocial behaviour complaints Other complaints Positive feedback Last updated: 22 September 2020 You may also consider seeking a referral of your complaint to mediation. What is your policy on complaints and feedback? The Registrar investigates all complaints about registered community housing providers to determine whether they are meeting their obligations under the National Regulatory Code. You dont have to tell us your name when you make a complaint. This function is given to the Registrar by section 10(1)(e) of the Community Housing Providers (Adoption of National Law) Act 2012 (NSW). This may include appealing a FACS decision that you disagree with. Anonymous complaints will be registered and referred to the relevant area for review. An online service for DCJ tenants to lodge non-urgent home maintenance requests Home modification request DCJ assists eligible tenants and approved applicants to modify their home to help them live independently Maintenance and home alterations How to report maintenance issues and request permission for home alterations Contact the Commonwealth Ombudsman. east. Find out how to make a complaint about custodial services. Specialist staff are available 24 hours a day, 7 days a week, to provide support and advice. For a list of offices and contact numbers go to www.housing. For complaints about private health insurance, contact the Commonwealth Ombudsman. Sydney NSW 2001. 4 Parramatta Square, 12 Darcy St, Parramatta, NSW 2150 Map. Phone:02 9716 3025and ask for an Assisted Boarding House Compliance Officer. Alternatively, you can ask the NSW Ombudsman to review your complaint. Registrar of Community HousingPO Box 2236Burwood North NSW 2134, Information sheet for complainants PDF, 34.67 KB. What if I need assistance to provide feedback? We cannot handle complaints about services managed by federal government agencies, including: We can handle most complaints about local councils in NSW. completing an online feedback form at www.housing.nsw.gov.au. Tenants will be referred to Community Justice Centres for assistance when required. These types of complaints are called public interest disclosures and include: You can report serious wrongdoing to the person responsible for dealing with public interest disclosures in your agency.
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